90% of calls are answered, but if all our nurses are busy, you will be given the option to queue. If you prefer, you can send an email to nurses@theros.org.uk, or letter to Royal Osteoporosis Society, Camerton, Bath, BA2 0PJ.

The nurses use your personal information (such as name and address) for the purposes of dealing with your enquiry.

The information is confidential within the team. They will not pass on your details to anyone else. In order to comply with the law, or the nurses' professional code of conduct, there are rare situations when confidentiality may be broken. This could be an act relating to terrorism or when the caller is at risk of serious harm from themselves or others.

Some demographic information is collected at the end of the call, but this is stored anonymously in a way that cannot identify a living person.

The Helpline telephone number won’t appear in any itemised phone bill.

Some calls may be recorded and monitored for training purposes. This is an important part of maintaining quality on the Helpline.

All calls are kept confidential to the Helpline team, retained for only 6 months, and destroyed securely after use. This complies with the requirements of the current Data Protection legislation and the European General Data Protection Regulation.

Royal Osteoporosis Society is a registered charity no. 1102712 in England and Wales, no. SC039755 in Scotland, no. (pending) in Guernsey and no. (pending) in Isle of Man. Registered as a company limited by guarantee in England and Wales no. 4995013, and no. (pending) in Isle of Man.